Manager Application Support

ASO Manager

Shenandoah Telecommunications Company ("Shentel") specializes in providing High-Speed Internet and other telecommunications services to customers in the Mid-Atlantic United States. We focus on rural communities, which are often overlooked by larger companies. The Shentel family of brands includes:
Shentel:
Provides traditional cable Internet services for small towns and rural communities. Glo Fiber:
Delivers fiber-optic Internet for customers in larger cities, as a competitor to incumbent providers. Shentel Business and Glo Fiber Business:
Offers small, medium and large-scale telecommunication services for businesses and enterprises in our areas. We live and work in the same places as the customers we serve, and we are proud to support our local communities.

Job Summary:

The focus of this role is to lead the strategy and execution of IT applications, Quality Assurance Functions, User Access and Operational Team functions, known as ASO - App Support & Operations.

The ASO Manager will support our business applications and the successful implementation of new functionality to the Shentel technology ecosystem, managing the team responsible for the configuration, maintaining version control, testing functionality and access.

Finally, the role is responsible for the performance of software applications or systems software and operational processes such as billing, print and mail.

Job Responsibilities:

Application management:
Coordinating the maintenance, updates, and restructuring of software applications, websites, and databases Technical support:
Identifying and solving user problems with applications, and designing solutions Team leadership:
Supervising, mentoring, and guiding junior developers and analysts Process improvement:
Identifying and implementing process changes to improve data quality and address gaps Vendor management:
Assisting with vendor engagement, contract negotiations, and renewals Customer service:
Providing exemplary customer service by leading user support, account setup, security, access, and standards Policy development:
Developing, implementing, and maintaining policies and procedures on application support services Project management:
Leading projects from conception to deployment, offering technical expertise and input on feasibility, timelines, and resource requirements Training:
Training staff on how to implement plans to address issues Operational Processes:
Processing ~56 billing cycles a month, printing and mailing invoices as well as uploading and posting customer account information to and from 3rd party vendors.

Qualification Requirements:

Education:

Associate's/Technical Degree - two years is required for the role. Four Year Degree is preferred. Experience Level: 5 years of Solve Complex Technical Problems (Tier 2/3) experience is Required. 5 years of Excellent Customer Relation and Communication Skills experience is Required. 5 years of Critical Thinking and Decision Making experience is Required. Excellent team leadership capabilities. Understand how to coach for performance.

Excellent planning, analytical, organizational, and problem-solving skills Excellent interpersonal, peer and executive communications, customer relations and writing skills Demonstrated experience developing and maintaining productive relationships with key clients, stakeholders, and technology partners Must possess a comprehensive knowledge of information systems, including application software architecture, with interrelationships, and basic knowledge of hardware architecture and operating environments Proven experience supporting SDLC activities.

Understands waterfall and agile methodology and applies project management principles and strategic thinking Understanding of fundamental IT project and work management skills and competencies

Job Skills & Knowledge:
Design and implementation experience in IT, with a deep knowledge in a minimum of Tier 2 of the following technical disciplines:
Quality Assurance, Application Administration, application development, application programming interfaces (APIs), middleware, servers and storage, database management, and operations Exposure to multiple, diverse technical configurations technologies encompassing mainframe, distributed systems, on-premise, cloud, and Applications as a Service i.e. Salesforce and Site Core Leading and coaching teams Familiarity with iSeries, IAM, SaaS and including Salesforce, Sitecore, Service Now, and Pega.

Shentel provides a drug-free workplace and is an EEO employer. All qualified applicants will receive consideration for employment without regard to age, race, color, religion, sex (including sexual orientation and gender identity), national origin, disability, or protected Veteran status.

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